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ECIS
2004

Employee development strategies in the B2C banking environment: Two Australian case studies

12 years 3 months ago
Employee development strategies in the B2C banking environment: Two Australian case studies
The implementation of technology and, in particular, eCommerce technologies has had unforeseen consequences for the relationship between managers and employees. To be able to operate in an increasingly global and competitive environment, retail banks have had to develop new ways of dealing with their employees. Issues have arisen that have necessitated a rethink in the way employees interact with customers and this, in turn, has required changes to human resource strategies. The question we address in this paper is what are the employee capabilities and qualities retail banks must develop to satisfy both more sophisticated customers (who demand flexibility of interactions, responsiveness and convenience) as well as the organisation's own needs (including expanded sales opportunities, cost containment or reduction and customer loyalty) when implementing eCommerce technologies. The paper discusses two case studies illustrating some of the issues with which banks, as service organis...
Yvette Blount, Tanya Castleman, Paula M. C. Swatma
Added 30 Oct 2010
Updated 30 Oct 2010
Type Conference
Year 2004
Where ECIS
Authors Yvette Blount, Tanya Castleman, Paula M. C. Swatman
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